Good product - bad customer service

I've asked Sunsynk to update my inverter's firmware which was done on 18 Aug 2023. A few weeks later I realized something was wrong on one of my strings and after checking the data it started the day after the update was done. 1 String was limited to 250V. I then opened a ticket with details of my problem and screenshots on the Sunsynk website requesting an engineer to take a look at the data and fix whatever the problem was. The first reply came 2 days later: "Hi Johann Snyders,

We thought you were updating the firmware again, please check." It made no sense and I had no idea what to "check". The problem continued and I rep**** the same day they posted as well as the next day stating the problem still continued. The next day Sunsynk posted again on the ticket: "Please check if there are any issues with your photovoltaic panel." (This, to date was the last reply from Sunsynk) I've since posted 4 more times on the ticket explaining that I've changed the strings around with pictures, but Sunsynk just ignore my posts and ticket all together. If my system could operate at 90-100% efficiency as it used to I would save time and money. Sunsynk has an excellent product, but the customer service is really bad - even to the point where I'll say its ***********.